Player Trust, Safety, & Compliance Specialist 

Remote US & Canada

We seek talent that values integrity and personal growth within an environment of intense collaboration and experimentation. As Player Trust and Safety Specialist, you will join the player support team and play an integral part to enhance the player experience. We are looking for an emotionally intelligent and empathetic team player who will develop thoughtful policies and guidelines that have our players’ best interests in mind.

Responsibilities:

• Develop policy and guidelines internally and externally and train teams to ensure consistency.
• Work closely with legal, brand and community teams to craft the proper guidelines for sensitive cases and execute the player-facing side of any resolution.
• Effectively resolve sensitive issues escalated by remote agents or other members of the team.
• Identify policies that need clarity and collaborate on policy development to support our goals.
• Develop player-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.
• Partner with dev and engineering teams to automate actionables on accounts
• Cross-train other Support areas to aid and be a resource for the team and external partners
• Exceptional verbal and written communication skills.
• Experience synthesizing complex situations and crafting messaging for audiences large and small.
• Assist with studio legal compliance efforts
• A keen sense of player empathy, ability to understand all sides of a situation and respond with a human touch while efficiently scaling.
• Convicted but open-minded -- you have a strong moral and business sense and understand that the best approach isn’t necessarily the most obvious.
• Self-motivated, team player, willing to step outside of your role and chip in whenever necessary

Qualifications:

• At least 3 years overall experience in a Customer Support or adjacent role 
• At least 2 years directly overseeing moderation & player reports.  
• Proven experience with tools such as Jira, Helpshift, Confluence, PowerBI or equivalent and content moderation tools 
• Proven experience with Google Workspace including Google Sheets, Docs, Drive, and Slides 
• Strong attention to detail 
• Ability to identify trends in data 
• Ability to work collaboratively and effectively with diverse teams and stakeholders, both internally and externally.
• A passion for creating and shipping innovative experiences to players, and a strong belief in thatgamecompany’s vision.

Nice to have:

• Experience playing Sky: Children of the Light and other TGC games 
• A passion for video games and the TGC vision 
• Team leadership or mentoring experience

Perks:

• Paid Time Off, Holidays, and Two Weeks Winter Break 
• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job—there’s no waiting period before they kick in. 
• Compassionate leave for employees who needs to take care of their family members
• Pre-tax wellness stipend
• Pre-tax work from home stipend
• Access our savings plan (401K program) with company match 
• Mental health resources including Headspace membership and Employee Assistance Program (CCA) 
• Discount portal for everyday goods and services
• Support for personal and professional development

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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